Ecommerce CX Manager — Lead, Train & Elevate Support

Talent Hackers, LLC; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Talent Hackers, LLC is seeking an experienced Ecommerce Customer Service Manager to lead a team of seven representatives for a growing ecommerce business. The ideal candidate has strong CX management experience, subscription-based operations, and hands-on leadership.

You will oversee daily operations, monitor channels, and develop SOPs and training to boost response times and customer satisfaction. This full-time EST role requires excellent English, proficiency with tools like Gorgias, and a

Qualifications

• 5+ years in an ecommerce CX role with management experience.
• 3+ years using Gorgias for helpdesk management.
• Experience with subscription-based businesses and strong English communication.

Responsibilities

• Monitor inbox to assist customers and elevate issues.
• Act as escalation point for difficult CX scenarios.
• Lead daily/weekly standups with CX team.
• Manage and monitor a team of 7 staff.
• Deliver ongoing ad-hoc training for the team.
• Produce daily, weekly, and monthly CX reports.
• Assist with troubleshooting account-related issues.
• Identify negative reviews and escalate to brand management.
• Develop SOPs and FAQs for faster responses.
• Support other ecommerce-related tasks as needed.

Skills

CX management

Team leadership

English communication

Reporting & analytics

Full-time EST availability

Tools

Gorgias

Google Sheets

Slack

Zoom

Job description

Talent Hackers, LLC is seeking an experienced Ecommerce Customer Service Manager to lead a team of seven representatives for a growing ecommerce business. The ideal candidate has strong CX management experience, subscription-based operations, and hands-on leadership.

You will oversee daily operations, monitor channels, and develop SOPs and training to boost response times and customer satisfaction. This full-time EST role requires excellent English, proficiency with tools like Gorgias, and a